Managing Orders
The orders page in Hi.Events shows every purchase made for your event — successful, pending, and cancelled — and is where you search, filter, export, and act on orders.
How to Get There
- Open your event
- Click Orders in the left sidebar (under Ticketing & Sales)
What You Can See
Each order row shows:
- Customer — the buyer’s name (and company, if given) and email
- Order Details — the order reference, when it was placed, and its invoice number if one was generated
- Items — how many items are in the order. Hover to see the breakdown
- Amount — the order total, plus tax and fees
- Payment — Stripe, Offline, or Other (free orders and attendees you added by hand). Box office sales show how they were paid instead (Cash, Card, Comp, Paid elsewhere or Free)
- Status — Completed, Awaiting Payment, or Cancelled
Checkouts that are still in progress or were abandoned don’t appear on the orders page.
Refunds are tracked separately from the order status. If an order has been refunded, the refund state (Refund pending, Refunded, Partially refunded, or Refund failed) appears under the Amount column. An order can be Completed and refunded at the same time.
The Amount column only shows if you have Can see financials (see Managing Your Team).
Order Actions
Open the ⋮ menu on any order row. Clicking the buyer’s name or the order reference opens the order drawer, which has the same actions along the top, with Edit in place of Manage order.
- Manage order — opens the order drawer: the order summary, payment details, attendees, and answers to order questions. Use Edit there to change the buyer’s first name, last name, email, or the order notes
- Message buyer — send the buyer a message (orders with an email address only)
- Resend order email — send a new order confirmation email (completed orders with an email address only)
- Mark as paid — record payment for an order awaiting offline payment
- Refund order — issue a full or partial refund (see below)
- Copy customer link — copy the buyer’s order summary link
- Download invoice — available when an invoice has been generated
- Cancel order — cancel the order and release its tickets
Some actions depend on your permissions. Mark as paid and Refund order need Can issue refunds, and without it the cancel dialog has no option to refund. Download invoice needs Can see financials, and Copy customer link needs both edit access and Can see financials. Without Can see financials the order drawer also hides the order total and order summary. Viewers can open an order but can’t edit, message, resend, cancel or refund it.
When refunds are available
Refund order appears for orders paid through Stripe, for offline orders that have been marked as paid, and for attendees you added manually with an amount paid. For Stripe orders the money is returned via Stripe; for the others the refund is recorded for reporting only, and you return the payment to the customer yourself. Free orders, offline orders still awaiting payment, and orders that have already been fully refunded cannot be refunded in-app — they can only be cancelled. On Stripe orders, a second refund is also blocked while an earlier one is still pending.
Filtering and Searching
Use the search bar to find orders by name, email, or order number. The Filter Orders dialog offers these filters:
- Order Status — Completed, Cancelled, Awaiting Offline Payment
- Refund Status — Refunded, Partially Refunded
- Product — orders that include any of the tickets or products you pick
- Box Office and Sold by — if the event has a box office, filter by which box office took the order and by the name of the staff member who sold it
There is also a sort selector, and recurring events get an All Dates selector for filtering by occurrence.
Exporting
Click Export to download your orders as an Excel spreadsheet. The button only shows if you have Can see financials. It includes buyer details, totals, tax, fees, refunded amounts, statuses, currency, occurrence date, payment provider, billing address, notes, promo code, marketing opt-in, a column for each order question answer, and whether the sale was online or at the box office.
The export applies the selected occurrence and the Product filter, so you can download just the orders that included a particular ticket or product. Status filters and your search term are not applied, and the export is capped at 10,000 orders.
To export a line per product instead of a line per order, with quantities and line totals, see Viewing and Exporting Purchases.
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